Team Lead, Customer Consultant/Enquiry and Query Resolutions

Job Summary:

Overall responsibility of Providing strategic leadership to the customer service and enquiry team to ensure that appropriate quality service is provided to all customer at all times and accurate/prompt feedback where required.

Also sets and monitors targets and KPIs as well as motivates, supports and ensure adequate training and development to ensure a consistent high level of service is delivered.

• Improve internal processes thereby reducing overall cost/inefficiencies as well as identifying conversion opportunities

• Improve business facing reporting and overall business knowledge of the FOPs customer

• Manage all internal SLAs & external customer expectations and ensuring a positive experience

• Identifying and driving sales opportunities, and provide operational support to the Relationship managers to ensure quality service to the customers so as to drive Trade volume & revenue growth specifically from SME bulk purchase enquiries

• Overall Responsibility for the full implementation of the Customer Services strategy across the FOPs.

• Optimize working practices within the team through continuous improvement, innovation and

 best practice, ensuring effective implementation into operational processes to increase customer satisfaction.

• Drive Implementation of management policies and operating practices and ensure they are strictly adhered to.

• Support efficient process that will ensure strict adherence/compliance to internal policies & procedures, local exchange control rulings and international standard/best practices in all products.

• Provide effective communication and ensure all complaints are resolved in a timely manner and customers are kept informed throughout the complaint process.

• Improve customer service experience, create engaged customers and facilitate organic growth.

• Set a clear mission and deploy strategies focused towards quality customer Service & query resolutions by developing service procedures, policies and standards that will enhance quality customer service/experience.

• Keep ahead of industry’s developments and apply best practices to areas of improvement

• Control resources and utilize assets to achieve qualitative and quantitative targets

• Responsible for prompt investigation & resolutions of all customer queries/problems through telephone, email, letters, Fops workflow.

• Effective Communication with clients, branch managers, senior management as well as correspondent banks on all customer issues affecting the operations of FOPs relevant to area and follow through to resolution.

• Introduce benchmark and best practices to promote risk awareness
• Conduct prompt resolution of enquiries and queries received from foreign banks and customers.
• Formulate & Drive effective cost control strategy
• Drive performance of all functions within unit are performed within cut-off time with required documentation and exception reports raised to highlight outstanding which are executed and submitted timely.
• Assist to ensure that Deferrals/Waivers are appropriately signed-off, tracked, and reported.
• Drive the culture that will ensure that internal and external customers are attended to promptly and given first class service in line with our SLA.
• Ensure that all processes are executed accurately and expeditiously within agreed SLA’s.
• Manage and ensure that all the team members are inspired, motivated, and involved at all times.
• Promote an innovative as well as proactive spirit amongst staff.
• Encourage the participation of staff in the formulation of business plans and strategies.

Key Competency Requirements:

• In-depth knowledge of the various systems used within the Foreign Operations environment
• Knowledge of corporate banking and the interface between frontline service, sales and support functions
• Knowledge of banking transaction processes relevant to products and services offered to customers
• Practical knowledge of how to input, access and utilize information to analyse forecast trends
• Working knowledge of capacity management principles and processes
• Knowledge of cost management principles and practices
• Knowledge of the applicable legislations
• Must demonstrate a thorough understanding of Trade Finance, Processes, Product and Risk Management
• Good exposure to trade operation and Financial Institutions
• Sound knowledge of Structured Trade and Commodity Finance
• Understanding of regulatory and compliance requirements.

Skills/Competencies

• Negotiation skills
• Excellent interpersonal and communication skills (across the business)
• Strong customer focus and service orientation
• Creative, analytical with good problem solving skills
• Conflict management skills and ability to manage ambiguity
• Self-driven, values based, innovative, independent adaptive and results orientated person
• High emotional intelligence
• Strong business acumen and ability to translate strategy into business plans
• Display initiative and drive, is a self-starter and works with energy. Readily assume greater responsibility, is not easily discouraged and is realistically ambitious.
• Have the ability to adjust thoughts and behaviour to rapidly changing situations and conditions, cope with the unexpected. Have the ability to withstand adverse advents and stressful situations without falling apart.
• Have the ability to identify and define problems as well as generate and implement effective solutions. Must be self-reliant and self-directed in one’s thinking and be free of emotional dependency. Be able to make calculated and tough decisions in a reasonable time frame.
• Risk identification and assessment skills

Applications should be sent to talents@unionbankng.com